field service technician

customer service representative

client manager

technical support representative

office clerk

Xerox

Once considered one of the best call centres in Saint John, Xerox Canada is having trouble keeping employees.  Since 2017 it was forced for "business reasons" to split into other companies, one of which is based out of India, where ultimately there is no secret where those jobs are going.  The migration of the employees forced to move is being enjoyed by other call centres in the city.  This is affecting morale and if you are going to spend 8 hours a day here, it will affect you as well.

Aside from their business troubles, the employee impact is one of upper management trying to implement unreal programs that do not fit the current corporate structure.  Employees are expected to do things that from an employee point of view do not make sense and only for the reason that someone in management said so.  Management on the lower levels are not open to listen to employee concerns because of their upper management mandates and as such the rift between employee and employer is widening.  If you enjoy offering new ideas or affecting the track of your job, you will likely not enjoy Xerox.  Their upper management mandates are making lower management blind to employees needs and concerns.

Because of this, Xerox Canada in Saint John, has fallen from one of the best call centre jobs in Saint John to monkeys pressing buttons on a computer and answering a phone.  If you enjoyed any type of empowerment towards directing your job performance in past jobs, you'll be sorely disappointed here.  Currently, even the hard-earned experience of long-term employees who understand the nuts and bolts of the business are ignored.  

I would not recommend Xerox at this time as a career choice, they are a job.  They are struggling to keep their head above water and putting their hopes into unreal "gimmicks" and trying to force "excitement" towards it.  Some time to repairing the relationship with their employees is needed and essential for longterm success.  However if you are new to the job market they are a great foot-in as their legacy as a good employer will likely stay in Saint John's memory for years.  Great place to start a resume.  Go fill your seat.

Typical day at work:

	Responsible for achieving and maintaining Payment Card Industry (PCI) compliance.
	Scheduling and assisting in internal and external penetration tests for all locations
	Responsible for coordinating all internal IT Security audits
	Responsible for coordinating all external IT Security related audits
	Working with stakeholders to ensure that all IT Security related audits are conducted properly
	Ensuring the confidentiality, integrity and availability of information assets are being maintained
	Reviewing of firewalls rules and logs on a scheduled basis
	Reviewing of IDS and IPS configurations on a scheduled basis
	Performing monthly vulnerability scanning using the Fusion VM Critical Tool
	Managing and maintaining Critical Watch vulnerability management tool FusionVM Enterprise
	Maintaining and reviewing CS MARS Box, that collects the logs for all networking devices 
	Auditing access logs for all systems and networking devices. This includes all powerful and privileged user access
	Reviewing Active Directory (AD) Manager tool to ensure that all terminated user accounts are deactivated/disabled
	Responsible for creating and maintaining Security Policies and Procedures.
	Working with Business units to create and test Business Continuity Plan document

What I learned:
How to deal with many different individuals on various levels

Management:
I am not micro-managed as I show signs of working well based on my own initiative.

Co-Workers:
Fun-loving and easy to get along with

Hardest Part of my Job:
Auditing my superiors and telling them that they are in breach of security policies and standards.

Best part of my Job:
Passing internal and external security audits and assessments.

While Xerox can be strict and yes I wont dent cliques run the show in Xerox SJ. I was blessed with a high rate of pay coming in the door. Now this was only due to a new program being launched. I began at 14.50 where normally it would only be 11.00. 

At the end of my contact term as i had moved to overnight and getting a premium I was under contract but making 17.10 an hour by the time i left. However, despite I help train the overnight team where my position could be refilled with another contractor for only 13.10 under the normal premiums based upon only 11.50 as the base, they had no way to keep me one despite I offered them to cut my pay (as I enjoyed the program itself and the technicians I worked with in dispatching where friendly and working, so to was the support staff on site)

The only downside is the wait time on contract. My agency didnt just not re-hire me, Ceridian Staffing I believe they where, claimed bankruptcy and informed me a week early my term was finished. the did pay me out the last week but of course that left me slightly bitter despite it wasn't xerox's choice technically. 

In the end overall it was a great learning experience where i got to use my training experience to in a sense train a few of the overnight agents. Only downside is ive heard of people being there 5 yrs and still stuck at 11.50 without being converted due to wage freezes.

My room mate at the time worked there for ten yrs and only had gotten to 14.00 even right after i left just before her 11th year.

I have only ever worked at this one company full time so take my review with a grain of salt. Having said that, I worked at the Canadian HQ at Yonge & Finch and I love it!

Every single one of the management staff is super nice and most of them have been with the company 10+ years. It's a very sales & marketing focused company. Lots of money is being spent on contests for sales, but not so much for headquarter staff.

There are no all hands meetings, so sometimes it takes a while to get the big picture. However, the org structure is pretty flat despite having our own CEO in Canada which is a huge plus in terms of autonomy as company. There's also a lot of working relationship with folks from the US and other parts of the company.

People tend to skew towards the older range in terms of tenure and every single one of them I met have been very nice. Turnover is very low in HQ.

They have a lean six sigma training (free), which drives a lot of how the company do things. I particular liked this one because it is essentially a free project management course. 

Benefits wise: You can leave and come whenever you want as long as you get your work done. Working from home is very common. So common that halve the office is usually empty despite recently removing one of 4 floors in the building. Maternity leave is 1 year. You can buy vacation days. Gym is heavily subsidized at GoodLife which works out to $150/yr. Compared to other companies, the benefits package I believe seems very similar.

Pay: My next job offered a 35% salary bump, so I believe the pay at Xerox was not very competitive at all.

Xerox Agency business is a meat grinder, street pounder position. 

They have an expected lease life of 5 years and a turn over on the leases every 3 years by rolling the debt into the next purchase. That's all fine and dandy except for the fact that positions are 2 years or less and so you could get stuck in a territory that is between lease and renewal intervals and if the last sales rep was good there may be almost no opportunity in your territory.

Just be a better sales person you say? The inherent problem is that the business has a consistent sales breakdown of 80% recurring business and 20% net new. While heavily rewarding net new, and barely rewarding recurring business. 

So when you blend the two issues, that 80% of the business is new unit lease's to current customer at 3 years or later on their current lease it can mean that they will have sales people who are good at their job but unsuccessful due to circumstance. 

Lastly when i worked for them their pay was sub par, right near the poverty line. However they said if you met all your goals you could earn up to 40-50k total compensation... However if you dug farther you discovered that the vast majority of their employees didnt make anywhere close to that and that the majority were more around the 30-40 mark.

I started Xerox in 2003 until 2015. I have had the following positions worked as a CRS, OSSP, TSR3 and Software Analyst. When I started at Xerox I was just and young buck that had a huge interest in technology but did not have any certifications. Xerox gave me the confidence and resources that I needed to advance my professional development. At the height of my career, I was flying everywhere in Canada and the USA for training.  They really made you fell like you were important to them. Then 2008 hit… IMO they never really recovered from it… The competition is real, and they have not been able to capitalize on their technology patens. I still believe it is a great place to work. I have had previous jobs that was horrible I mean horrible. Xerox treats their employees fairly. I no longer work there because I received a job offer in 2015 and still work there. However, I miss the old gang in SJ and will forever be grateful to Xerox for believing in me and giving me the opportunity to grow.  I have had many managers and they were all super great. For the current or new employees, the opportunity to grow may be smaller than before but it is still there. Take all the courses / assignment that you can and invest in your professional portfolio by showing that you are eager to learn and work. It will be hard. If it was easy everyone would be rich. Be prepared to make sacrifices (I know I made many, but they were all worth it). Do not get on the negative train. That train only have one destination.  

Over the years Xerox Canada has become a far worse place to work. If you're lucky you get a good manager at the local level but the whole company is being sucked down the toilet with the North American merger. They pay lip service to customer service and employee satisfaction but really only the 'metric of the year' matters any more. Raises are minimal if they happen at all, training is virtually nonexistent and they keep outsourcing more and more departments to companies like HCL.

In the geographic area I am we're lucky to have understanding management who are about the only upside left in the job, almost everything else about it is garbage. They understand that not everything is about the numbers but even still their hands are tied and they have to pass the p00p down the mountain to those below them.

Everyone is expected to do so much more with less resources no one has time to make sure things are done right and everyone suffers for it. Upper management changes happen almost weekly nowadays, people 'leaving to pursue other opportunities' which is just corporate speak for people leaving a sinking ship.

Like I said, it used to be a good place to work and have a career but these days it's just another place to work for 2-3 years and then move  on in order to get a real pay raise.

My job here was to look after our Key Account which was Sobeys Inc. and all of the sister banners. My job was to look after the ordering, production of and installation of various signage packages that were required by each banner as required by the customer. I had to ensure everything produced was to the standards set by the company and that all components were installed exactly according to the plans provided. I was a team effort to get everything produced and ready to go to the job site on the day that it was required and it was a feat of coordination that made everything possible. I worked with a dedicated group of people who all ensured a quality product and quality service. I learned how to manage projects and how to make sure everything was produced and finished on target. The hardest part of the job was working around any obstacles that popped up from time to time only because they seemed to happen just at the end so very little time was left for plan "B". The most enjoyable part of the job was after the work was completed and we received the compliments from the client as to how pleased they were with the end result. I should say none of this would have been possible without the support of the management team at out company. They help turn the mountains into small hills when needed and their effort was very much appreciated.

The Xerox in Saint John today is not the one I joined 5 years ago. Things have gone downhill at an incredibly rapid pace. Xerox was seen as one of the best places to work in Saint John at one point… now, it’s just another run down, overworked & underpaid call centre. 

None of the managers are on the same page, and often times information will conflict. It’s become so very clear that Xerox no longer sees their hard working, loyal employees as human beings… simply as seat fillers who are easily replaceable. There is no sense of being valued anymore.

Managers will push you to the absolute brink of a nervous breakdown because they want to keep their stats up. They don’t care about its effects on their employees. You will constantly have that promotion carrot dangled in your face, but I promise you… it’s only to make you work harder and stay on board. The promotion will go to someone less qualified, who is tight with upper management. Also - the salary is an absolute slap in the face for the amount of work you will actually be doing.

The 3rd floor as a whole is a depressing environment. Ask any employee, and they will tell you how exhausted and fed up they are. Most are seriously considering quitting. I’m glad I did.

My typrical day at work used to start 
Recruited by the president of an energy services company to effect behavior changes in the management team
Resulting in increased performance/productivity and to provide staffing and employee relations leadership.
Coached staff members individually, helping them to identify and overcome barriers to their success.
Devised and established HR policies and procedures.
Advised managers on employee relations matters as well as staffing and candidate selection.
Implemented annual climate survey that became an integral part of the company culture. Survey feedback
resulted in actionable plans that contributed to the overall growth and success of the company.Created a highly effective/responsive staffing function during rapid growth; devised comprehensive
leadership development program and succession plan.
Re-engineered and integrated back office functions to create a single, highly efficient order fulfillment
Customer interface. Cross-trained employees on multiple functions to facilitate a single point for problem resolution.
The most thing  I loved about this job was had a great team that I worked with.
I didnt find anything hard about this job.

Top Job Titles	Average salary
Field service technician 6 salaries reported	$47,000 per year
Customer service representative 4 salaries reported	$35,700 per year
Client manager 3 salaries reported	$42,667 per year
Technical support representative 1 salary reported	$22.50 per hour
Office clerk 1 salary reported	$24.00 per hour

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